US 12,425,515 B2
Message routing in a contact center
Philip McCann, Galway (IE)
Assigned to Avaya Management L.P., Santa Clara, CA (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Feb. 13, 2024, as Appl. No. 18/440,556.
Application 18/440,556 is a division of application No. 17/328,559, filed on May 24, 2021, granted, now 11,936,808.
Application 17/328,559 is a continuation of application No. 16/853,108, filed on Apr. 20, 2020, granted, now 11,050,881, issued on Jun. 29, 2021.
Prior Publication US 2024/0187518 A1, Jun. 6, 2024
Int. Cl. H04M 3/42 (2006.01); G06F 40/30 (2020.01); G06N 20/00 (2019.01); H04M 3/436 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/42382 (2013.01) [G06F 40/30 (2020.01); G06N 20/00 (2019.01); H04M 3/4365 (2013.01); H04M 3/5191 (2013.01); H04M 3/5233 (2013.01)] 19 Claims
OG exemplary drawing
 
1. A method of managing contacts in a contact center, comprising:
receiving a communication in the contact center after the communication has passed through a network border device and had a rules-based SPAM filter applied thereto, wherein the network border device initially identifies the communication as not SPAM;
analyzing the communication that has passed through the network border device with an additional filter that passes the communication through a machine learning process;
receiving an output from the machine learning process that identifies the communication as SPAM even though the communication passed through the network border device and was identified as not SPAM;
tagging the communication with an indicator that identifies the communication as SPAM; and
in response to tagging the communication with the indicator, automatically deleting the communication and/or automatically placing the communication in a sandbox thereby preventing the communication from being routed to an agent.